Travelocity Complaint - Left Stranded In A Foreign Country
ATCO, NEW JERSEY -- My husband and I booked a 7 day trip to Mexico Riveria Maya through Travelocity. Inclusive in my reservation was a prepaid transportation voucher, with a company named "Oympus Tours". Unfortunately our area was hit with a heavy snow storm the day of our departure. Our flight was cancelled and rescheduled three times. We spent 12 hours in our local airport before being informed that all flights were cancelled altogether. Our first two flights were scheduled with Northwest airlines. Our third flight was transferred to Delta airlines and finally delayed until it would arrived beyond the departure time for our connecting flight. This caused us to wait in an hour long line to try and seek an alternate route. Delta was kind enough to get us on a direct flight to Cancun Mexico with US Airlines. During the 12 hour stay at the Philadelphia airport I placed four phone calls to Travelocity informing them of our new flight and estimated arrival time for each. Every phone call placed to Travelocity took approximately 35 minutes before I was able to speak to a real person. Then it took another 5 minutes for Travelocity to confirm the new arrival time and flight change with Olympus Tours. Finally on the forth phone call I communicated the change of airline, flight number and arrival time. Again Travelocity confirmed that the changes were communicated to Olympus Tours.
Upon arrival in Cancun Mexico, my husband and I went through customs, picked up our luggage and found the pickup area outside the airport. It was 10:30pm and my husband and I had watched a van pulling away from the airport. We were approached by a Mexican man who claimed our tour van left us there. After about an hour, the airport workers were leaving the building and closing up the airport. There were no more official looking cabs and no transportation van arrived. We were approached by a Mexican man who claimed he was from airport security. He said our hotel was over an hour away and we were stranded there. He offered to have us driven to our hotel for a $155.00 fee. He had a walkie talkie and called someone to drive us. He looked at my vouchers and hotel confirmation.
He made a call to our hotel from his cell phone. He said the manager was on the line and handed told us to take the cab and we would be reimbursed for all charges. So we had to travel over an hour and a half in a strange Mexican man's unmarked car. We were stranded in a foreign Country where we didn't speak the language. I was terrified that we would never reach our hotel. We did arrive at the hotel only to find that there was no manager that my husband spoke with. We were stranded by Olympus tours and then scammed out of $155.00 by the men at the airport. During my vacation we were able to contact Olympus tours, we met with a representative for over an hour where we explained our experience. We were ask to meet with him again the next day to write out an incident report. We again met with him for over an hour while I wrote out a two page report. We were never heard from this man again. I had to have the hotel call Oympus tours to inquire about our pick up for our return flight.
During that call I was informed that I would not receive a refund for my unofficial taxi ride. I was given an apology for the situation but I would not be given a refund. Olympus tours would not accept responsibility for leaving us stranded at the airport. This man did finally say that they contacted Travelocity and credited the one way fare since they failed to pick us up. Upon my return to the United States I called Travelocity to explain my horrible experience. I waited 10 minutes to speak with a human. I went through the entire story and then the person told me to write an email to firstname.lastname@example.org I spent another hour writing out my nightmare introduction to Mexico. Two days later I called Travelocity because I never received confirmation of my email. I was told that they don't have any record of my email and to sent it again and maybe fax it as well.
Now I have spent yet another hour of my life writing about this incident is my closure. I just wanted to contact Travelocity so that this Olympus Tour company would not be endorsed by them and this harrowing experience would not happen to another person. Travelocity is not as concerned about it as my husband and I are. I will not be a return customer for sure. Beware